relationship between total quality management and customer satisfaction in manufacturing firms in Sanandaj city

Rahmani Nouroozabad, Saman; Rostami Noroozabad, Mojtaba

doi:10.22059/jomc.2014.51519

relationship between total quality management and customer satisfaction in manufacturing firms in Sanandaj city

Document Type : Research Article

Authors

Saman Rahmani Nouroozabad

Mojtaba Rostami Noroozabad

10.22059/jomc.2014.51519

Abstract

The aim of this study is to survey the relationship between total quality management and customer satisfaction. In this field research, we have used the standard questionnaire of Fuentes et at (2004). The city of Sanandaj is the statistical study of manufacturing companies and the Statistical Society, 135 managers and employees of the centers were randomly selected. In order to examining the relationships among variables, we have used the structural modeling techniques and also the LISREL software. The Results of indicators such as RMSEA, GFI, and AGFI have proven that results are good and useable. According to the results it is considerable that there is a positive relationship between focus on the customer and customer satisfaction. there is a positive and Significant Relationship between continuous improvement and customer satisfaction. Also there is a positive and Significant Relationship between teamwork and customer satisfaction. Finally, conclusions and suggestions for strengthening the relationship between the variables in the model are provided.

Keywords

Customer Satisfaction

teamwork

Continuous improvement

Total quality management

customer focus